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Implementation Manager
2 months ago
We are seeking an experienced Implementation Manager to join our team at net2phone Canada. As a key member of our Onboarding and Fulfillment team, you will be responsible for leading a team of specialists to deliver a world-class customer experience.
Key Responsibilities- Coach and develop a high-performing team of specialists to guide customers through the onboarding process.
- Monitor and improve the quality of customer experience using CSAT metrics and provide timely feedback to the team.
- Provide guidance and support to the team to handle customer escalations and act as an escalation point to the customer.
- Conduct audits to identify process improvements and provide timely feedback.
- Drive revenue growth by achieving timely activations to target.
- Partner with the Sales and Customer Success teams to ensure a seamless transition throughout the customer lifecycle.
- Management experience with a team of 5 or more direct reports.
- Strong leadership and project management skills.
- Cross-functional collaboration and communication experience.
- Proven track record of achieving targets without sacrificing customer satisfaction.
- A collaborative environment that values input and work-life balance.
- Training and development opportunities to enhance your skills and knowledge.
- A dog-friendly office with breakfast options, beverages, and a snack bar.
- $2,000 in health and wellness benefits.
net2phone Canada is a leading business communications provider dedicated to delivering innovative solutions to improve the way Canadian organizations connect. We value our customers and strive to provide a consistent, value-driven customer experience.
